Tech Apprentice - Full-time / Part-time

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

Provide exceptional customer service and technical support for internal and external voice and data product customers. Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or Network issues. Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration. Use various administrative department tools and on-line resources for customer resolution. Use trouble ticket system for tracking customer interactions and problem resolution. Evaluate customers concerns and resolve problems to customer satisfaction. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Qualifications

• Associates or Bachelors degree in Computer Science or related technical degree preferred
• Successful completion of New Hire Training and Transition
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues.
• Outstanding customer service skills and a dedication to the customer service experience.
• Dependable to be at work during assigned shifts and complete work as expected.
• Ability to multitask and meet specific goals set by supervisors and management.
• Able to promptly answer support related contact in a timely manner.
• Self motivated, detail-oriented and organized.
• Experience with hardware and software issues.
• Providing product and service troubleshooting while educating about the features and benefits of their purchase/subscription.
• Use knowledge bases and proprietary troubleshooting techniques to resolve a customer’s technical issue in a timely and cost-effective manner
• Properly diagnose the root cause of a technical issue, while providing a time bound and accurate resolution.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Ability to grasp complex technical concepts through On the Job Training.
• Demonstrate CORE Values: Customers First, Integrity, Respect for fellow employees, Personal and Team Commitment, Quality and Innovation and Maximize Share Holder Value.

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.